Product Shared inbox
A WhatsApp shared inbox your whole team can work in.
Connect one number or a hundred. Every conversation — one-to-one, group and community — lands in a single list your team works from, with an explicit owner on each thread.
Why it exists
Why a shared inbox, and not just a shared phone
The way most teams handle a business WhatsApp is a device somebody keeps on a desk, or several reps each answering from their own number. Both work until they do not — and the failure is never dramatic. It is a message somebody assumed had been answered, or four years of customer relationships that leave when a rep does.
A shared inbox fixes the two things a phone cannot: it makes ownership explicit, so every conversation is somebody’s job, and it makes the record institutional, so it survives the person who created it.
What you get
In the product today.
Every number in one list
Chats from all connected numbers appear together. When you reply, you choose which of your lines it goes out from, and the customer only ever sees your business number.
One owner per conversation
Assign manually or by rule. Agents see when a colleague already has a thread open, so two people do not answer the same buyer with different answers.
Private notes and @mentions
Talk to your team inside the thread — context, handover, escalation. The customer never sees any of it.
Groups and communities included
Group chats sync and can be assigned like any other conversation. The WhatsApp Business API cannot access groups at all, which is why group-heavy businesses end up here.
Labels and scoped access
Organise by line, stage or team. Front-line agents can be scoped to only the labels they own, so their inbox holds their work and nothing else.
Search across the whole history
Full-text search over every synced conversation, including voice notes transcribed to text. Find what was agreed, months later, in seconds.
When you would use it
Situations this is for
- Four people answer the same business line and nobody is sure who has replied to what.
- A customer messages on Saturday and the reply has to come from whoever is covering.
- You want the conversation history to belong to the company, not to a handset.
Questions
Shared inbox — questions
How many people can share one number?
As many as you like. Team members are unlimited on both plans because we bill per workspace, not per seat — which is the entire point of a shared inbox.
Do we need the WhatsApp Business API for this?
No. Touchpoint links the number you already use with a QR scan, the same way WhatsApp Web does. No Meta approval, no templates, no 24-hour reply window.
Can agents see each other’s conversations?
That is configurable. Admins see everything; members can be scoped by label so they only see the conversations they are responsible for.
Stop running your best channel off a phone in a drawer.
Connect your first number in five minutes. Keep the number, keep the history, and finally see the whole thing.
No credit card required.